About the Role:

• Provide day-to-day support for SAP issues that affect the daily operations.
• Resolve level 1 support issues in a timely manner and assign complex issues to more senior team members.
• Proactively identify problematic issues (data or process) and work with the necessary individuals to resolve such issues.
• Work with business users to gather more details on new or existing SAP issues, prioritise the issues accurately to help address them in a timely manner.
• Identify training needs for end-users and review and update training materials.
• Engage with end-users and determines skills requirements.
• Regular follow up visits to end-user to ensure users are applying the correct system processes.

Minimum Qualifications and Experience Required:

• Relevant Degree/Diploma.
• SAP Certification preferred.
• At least 3 to 5 years SAP Support Analyst experience
• Thorough knowledge in at least 2 of the following modules:
  • MM, FI, CO, PM, PPPI, QM, DMS, WM, SD.
• Authorisation/ABAP/Workflow preferable.
• Diagnose, analyse and solve SAP issues.

Key Performance Areas:

• SAP support analysis.
• Diagnose, analyse and solve SAP issues on the helpdesk.
• Analyse the current business processes and explore ways IT can contribute to improving these processes.
• Participate in the testing and validation of process and system changes where required.
• Conduct trend analysis of SAP issues, in order to identify underlying problem.
• Ensure training documentation and assessments are aligned with current business and system processes. Create additional training material were required. Identify and perform training to individuals or large group.
• Manage, build and maintain customer relations.
• Optimised service delivery.

Competencies:

• Very good communication skills and follow-through ability.
• Action orientated.
• Good technical and analytical skills.
• Presentation skills.
• Business acumen.
• Customer focus.
• Interpersonal skills.
• Functional skills.
• Planning and organising.